CASE STUDY pay on time. Not only does this create a more reliable revenue stream but by making our customers’ lives stress-free we’ re giving them one less reason to switch providers.
Jenkins: I agree with Asad the best customer experience is often the experience that goes unnoticed. Leveraging data to understand your customers better and interacting with them on their terms is a huge part of building trust with them. Asad brings up a great example of billing transparency and payment flexibility where Liberty has created an exceptional experience with their customers interacting with them how they want when they want and through the channels they want.
A big part of that trust equation is also data security. Customers trust CSPs with their most sensitive data and their loyalty relies on knowing they are in safe hands. Liberty has continued to evolve their payment channels to enable integrated platforms to communicate securely and protect sensitive data.
Being proactive and understanding the customer is absolutely key in the subscriber experience. support team helps fix it. But by then customers are frustrated and we’ ve already eroded their trust.
Prevention is a far better approach. CSPs often already have the intelligence they need but it’ s locked away in siloes rather than serving their customers in real time. We work closely with CSPs like Liberty to unlock the value of their data so they can anticipate customers’ questions before they have to ask.
Nabi: We often find our answers in better data. The challenge is ensuring our customer service teams can see what they need when they need it. For example, not trying to upsell to a customer who hasn’ t paid their bill in 30 days.
With connected systems we can offer our customers an upgrade just before they run out of data. We can proactively explain a billing change before it hits their statement. In doing so we’ ll save both our customers and our business time and money.
4. Especially given the rapid pace of change in telecoms what does a perfect subscriber experience look like to you?
Jenkins: Being proactive and understanding the customer is absolutely key in the subscriber experience. In the traditional formula something breaks the customer contacts the provider the
5. Looking ahead what market shifts do you anticipate in the next 5 – 6 years in Puerto Rico and globally? How are you preparing for them today?
Nabi: In 2026 and beyond I feel we’ re going to see an even greater intensification of market competition. The customer experience will matter more than ever as customers continue to get more options. That’ s why we’ re focusing our efforts on value speed and agility to deliver more faster to our enterprise and residential customers.
Jenkins: Across the telecoms industry we’ ll see the work continue to break data systems and processes out of siloes as CSPs look to create personalized seamless experiences for their customers across all lines of business. This plays into the AI opportunity as well as CSPs hone their value propositions for the age of AI. With a stronger data foundation CSPs can see beyond the hype to understand where AI will deliver true ROI for their business and their customers.
Of course, customer experience will continue to lead the way. We now live in a world where customers expect their service providers to provide the best experience not only compared with other CSPs but across any industry. It should be as easy to start a new Internet plan as it is to order an Uber. •
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